2. amps-preamps
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How Long Is Too Long?

I know this forum has tons of experience with all things audio. 

My question to the members is when you send a piece of gear to the manufacturer for repair; what is a reasonable turnaround time? 

I will leave the "company" out for now because I don't want to potentially hurt their business if it's not warranted.

I sent my phono pre and step up device in for repairs four months ago.  It's a small one man operation in California.  Around the time I sent them in, one of his products got a small positive review in Stereophile magazine and he said that since then he's been swamped with orders.  Understandable I guess and good for him.  Not so good for me though.

As I said, I haven't seen my equipment in four months.  Is this considered reasonable?  I called him about a month ago and talked to him directly and he assured me that he would get to my equipment soon.  So far, nothing.  I guess I should have asked what his definition of "soon" is.

I'm happy that he's selling units and business has picked up for him but with his new found success it appears like us early supporters are being left out in the cold. 

I know my hands are tied at this point and I do have a back up phono pre of lower cost and quality so I haven't been without the ability to play records.  

I appreciate any thoughts or advice.  

Thanks, 

Nick

nicktheknife

Showing 1 response by has2be

has2be's avatar
has2be
555 posts
 

I've talked to the owner and it's not a supply issue.  He simply hasn't had time to get to my gear as he is busy building new units for new orders.  

That tells you exactly where his priorities lie and where his integrity doesn't.

That is exactly what I thought as well. And if its because there are many  more to be repaired  units in the queue ahead of yours would also be a concern.

A balance of priorities between sales and service is crucial in business. If it can't be relied on for reasonable service turnaround  whenever needed, for many that's a no go. Some very good manufacturers have died on that altar of sales then lip service... after sales service and communication is essential, but so often overlooked until its needed .

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